UseCases/Current/GenesysCloud/CE34 - Revision history

Shlandy93: UCC: Updated out of date sections

2024-12-13T18:35:52Z

UCC: Updated out of date sections

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Shlandy93 at 13:50, July 12, 2022

2022-07-12T13:50:28Z

Shlandy93 at 13:21, June 1, 2022

2022-06-01T13:21:44Z

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:27:52Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Shane.landy@genesys.com at 15:43, May 25, 2021

2021-05-25T15:43:50Z

Shane.landy@genesys.com: UCC: Added Genesys Web Messaging

2021-05-25T15:23:19Z

UCC: Added Genesys Web Messaging

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T14:16:25Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T14:27:13Z

UCC: Acrolinx Updates

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Shlandy93 at 18:04, September 29, 2020

2020-09-29T18:04:48Z

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:48Z

Text replacement - "PureCloud" to "Genesys Cloud"

@@ Line 160: / Line 160: @@
 **WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
 *For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.
 |AgentDeskRequirements=*Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
 *Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
@@ Line 213: / Line 204: @@
 *IVR offering to channel-switch to WhatsApp (need to check first whether the customer is on WhatsApp). Within 24 hours after the consumer contacted the brand on WhatsApp, agents or bots can post to the consumer as often as they want.
 *Genesys Cloud CX plans to support template messages as a near-term roadmap feature. After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (called Template Messages) and the brand has to pay for the message. Paid messages are billed to Genesys, and Genesys bills the brand on a monthly message based on the rates published by WhatsApp. See WhatsApp Rate Card ([https://developers.facebook.com/docs/whatsapp/pricing rate card]) and also WhatsApp's reference for more ([https://www.whatsapp.com/legal/commerce-policy/ guidance]) regarding what kind of messages are allowed.
 |CustomerAssumptions='''WhatsApp'''

@@ Line 10: / Line 10: @@
 |UCBenefit=Reduce costs by granting agents the ability to manage multiple chat conversations simultaneously and blend messaging conversations with other media types in the same agent desktop.
 }}
 |UCOverview=In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.<span></span>
@@ Line 141: / Line 140: @@
 *Genesys Web Messaging
-**Conversations will be threaded until a maximum period of 72 hours of inactivity is reached. If an agent wraps up an interaction and there is no further activity within the 72-hour period, the conversation session will be terminated and the consumer will see a brand new session when they revisit the Messenger. This 72-hour threading window can be configured to be less than 72 hours if desired.
+**Conversations will be threaded until a maximum period of 72 hours of inactivity is reached. If an agent wraps up an interaction and there is no further activity within the 72-hour period, the conversation session will be terminated and the consumer will see a brand new session when they revisit the Messenger. This 72-hour threading window can be configured to be less than 72 hours if desired, however the customer’s view of the conversation in Messenger will always be based on the 72 hours of inactivity.
 *Facebook Messenger
@@ Line 172: / Line 171: @@
 |AgentDeskRequirements=*Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
 *Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
-*Genesys Cloud CX 3 licensing is required for third-party messaging channels, however Genesys Web Messaging becomes available with Genesys Cloud CX 2 licensing.
+*Genesys Cloud CX 2 licensing or the Genesys Cloud Digital Upgrade is required for Genesys Web Messaging, Open Messaging, and third-party messaging channels.
 |RealTimeReporting=Use Genesys Cloud CX Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.
@@ Line 187: / Line 186: @@
 Run the [https://help.mypurecloud.com/articles/interaction-details-report Interaction Details report] for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions.
 |GeneralAssumptions='''Web Messaging'''
@@ Line 216: / Line 216: @@
 *Until template messages (outbound notifications) are supported, customers acknowledge that they respond to all inbound messages within 24 hours via an Agent, Messaging Flow auto-response, or a chatbot. Customers acknowledge that inbound messages queued for more than 24 hours without a response cannot be responded to.
 |Video=402727717
 |RelatedDocs={{TSSection}}
 }}

@@ Line 27: / Line 27: @@
 *Convenience for consumers by offering a familiar messaging app as opposed to a separate chat window
 |UCSummary=<span>A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp. They do so by receiving offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company's contact center through the Genesys Messaging service. A chatbot can automate the conversation (outside the scope of this use case) or a contact center agent can provide human assistance. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the agent can present rich messaging elements. These elements include images, URL links, emojis, and stickers. This feature makes </span><span>it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction</span> <span>(such capabilities vary by channel).</span>
-|Description=* For WhatsApp, make sure a brand is approved and on-boarded. Please contact Genesys Cloud Product Management or consult Genie for details. Make sure to follow on-boarding for PoC, Trial, Test, Dev and Production accounts.
+|Description=* For WhatsApp, make sure a brand is approved and on-boarded. Please contact Genesys Cloud CX Product Management or consult Genie for details. Make sure to follow on-boarding for PoC, Trial, Test, Dev and Production accounts.
 * WhatsApp limitations relate to their messaging capabilities. They are not on Genesys (see table below).<br />
 {{{!}} class="wikitable"
@@ Line 102: / Line 102: @@
 * Companies should check with messaging provider with regards to compliance for their industry.
 * For Facebook Messenger
-** Before you can configure and test ACD messaging for Facebook Messenger in Genesys Cloud, create a Facebook app using Facebook’s developer site. To create your Facebook app, follow the instructions on Facebook’s [https://developers.facebook.com/docs/apps App Development] page.
+** Before you can configure and test ACD messaging for Facebook Messenger in Genesys Cloud CX, create a Facebook app using Facebook’s developer site. To create your Facebook app, follow the instructions on Facebook’s [https://developers.facebook.com/docs/apps App Development] page.
 * For Twitter Direct Message
-** Before you can configure ACD messaging for Twitter Direct Message in Genesys Cloud, create a Twitter app using Twitter’s developer site. To create a Twitter app, you must have an approved developer account. Twitter has two levels of developer accounts: Premium and Enterprise. Either one works for creating a Twitter Direct Message app. The one you choose depends on your business needs. For more information, see Twitter’s [https://developer.twitter.com/en/apply-for-access.html Apply for Access] page.
+** Before you can configure ACD messaging for Twitter Direct Message in Genesys Cloud CX, create a Twitter app using Twitter’s developer site. To create a Twitter app, you must have an approved developer account. Twitter has two levels of developer accounts: Premium and Enterprise. Either one works for creating a Twitter Direct Message app. The one you choose depends on your business needs. For more information, see Twitter’s [https://developer.twitter.com/en/apply-for-access.html Apply for Access] page.
 * For LINE
 ** A LINE Messaging App is required. To create a LINE Messaging app, you must have a LINE Developer account. LINE has two different types of developer accounts: Standard and Approved. The type you choose depends on your business needs. For more information about the different LINE accounts, see the [https://www.linebiz.com/ LINE for Business site].
 * For WhatsApp
 ** Before using the WhatsApp Business API, customers must obtain approval from WhatsApp.
-** <span>Genesys Cloud does not currently support template messages.</span>WhatsApp allows agents to follow-up a conversation with pre-approved template messages (for example, "notifications"). If more than 24 hours elapse since the consumer last contacted the customer, these messages are required and are billed at usage rates defined by WhatsApp.<br />
+** <span>Genesys Cloud CX does not currently support template messages.</span>WhatsApp allows agents to follow-up a conversation with pre-approved template messages (for example, "notifications"). If more than 24 hours elapse since the consumer last contacted the customer, these messages are required and are billed at usage rates defined by WhatsApp.<br />
 |PremiseAssumptions=<em>No results</em>
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 130: / Line 130: @@
 #If the message is part of an ongoing conversation, it is routed to the last agent if they are available.
 #If the message is not part of an ongoing conversation, it may be routed to a Bot (outside the scope of this use case), or
-#If the message is not part of an ongoing conversation, the message may be processed by a Genesys Cloud Architect Flow and assigned required skills based on keywords.
+#If the message is not part of an ongoing conversation, the message may be processed by a Genesys Cloud CX Architect Flow and assigned required skills based on keywords.
 #The message is transferred by skills-based ACD to an Agent queue.
 #When routed to an agent, the customer and agent begin a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, and images.
@@ Line 154: / Line 154: @@
 *WhatsApp (beta)
 **A brand has 24 hours to respond to a consumer. Within that timeframe, bots and agents are allowed to send as many templated or free-form messages as they want. Any response by the consumer resets that 24-hour limit.
-**Template Message support is a near-term roadmap feature for Genesys Cloud. Once the 24-hour limit has expired, only paid WhatsApp-approved Template Messages (called "paid notifications") can be sent until the consumer responds. Once the consumer responds, another 24-hour window opens for agents, bots, and the consumer to communicate.
+**Template Message support is a near-term roadmap feature for Genesys Cloud CX. Once the 24-hour limit has expired, only paid WhatsApp-approved Template Messages (called "paid notifications") can be sent until the consumer responds. Once the consumer responds, another 24-hour window opens for agents, bots, and the consumer to communicate.
 |DistributionLogic=With each conversation:
@@ Line 165: / Line 165: @@
 *Text, Images, Emojis, URL links, and Stickers are supported (support by channel varies)
 *Mobile applications
-**Facebook Messenger, Twitter, LINE, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.
+**Facebook Messenger, Twitter, LINE, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.
 *Website applications
-**Facebook Messenger, Twitter, and WhatsApp web clients are <span>compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
+**Facebook Messenger, Twitter, and WhatsApp web clients are <span>compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
 *Desktop applications
-**The LINE desktop client is compatible <span>with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
+**The LINE desktop client is compatible <span>with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
 |AgentDeskRequirements=*Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
 *Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
-*Genesys Cloud 3 licensing is required for third-party messaging channels, however Genesys Web Messaging becomes available with Genesys Cloud 2 licensing.
+*Genesys Cloud CX 3 licensing is required for third-party messaging channels, however Genesys Web Messaging becomes available with Genesys Cloud CX 2 licensing.
-|RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.
+|RealTimeReporting=Use Genesys Cloud CX Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.
 The [https://help.mypurecloud.com/articles/interactions-view Interactions view] displays current and historical metrics and data about Message interactions for the conversation duration of the message, the queue the message was routed to, the agent that handled the message, the skills required for handling the message, a consult transfer, the total handle time, and the wrap-up code, for a time period. The data in this view and the [https://help.mypurecloud.com/articles/view-interactions-details View an interaction’s details view] can assist you in improving first contact resolution and reducing handle time.
@@ Line 184: / Line 184: @@
 <br />
-|HistoricalReporting=To report on messaging channnels in Genesys Cloud Reports, for the Media Type parameter, select Message. The following is an example of running a report for Message interactions.
+|HistoricalReporting=To report on messaging channnels in Genesys Cloud CX Reports, for the Media Type parameter, select Message. The following is an example of running a report for Message interactions.
 Run the [https://help.mypurecloud.com/articles/interaction-details-report Interaction Details report] for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions.
@@ Line 212: / Line 212: @@
 *Sending them an SMS with an offer to switch to WhatsApp
 *IVR offering to channel-switch to WhatsApp (need to check first whether the customer is on WhatsApp). Within 24 hours after the consumer contacted the brand on WhatsApp, agents or bots can post to the consumer as often as they want.
-*Genesys Cloud plans to support template messages as a near-term roadmap feature. After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (called Template Messages) and the brand has to pay for the message. Paid messages are billed to Genesys, and Genesys bills the brand on a monthly message based on the rates published by WhatsApp. See WhatsApp Rate Card ([https://developers.facebook.com/docs/whatsapp/pricing rate card]) and also WhatsApp's reference for more ([https://www.whatsapp.com/legal/commerce-policy/ guidance]) regarding what kind of messages are allowed.
+*Genesys Cloud CX plans to support template messages as a near-term roadmap feature. After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (called Template Messages) and the brand has to pay for the message. Paid messages are billed to Genesys, and Genesys bills the brand on a monthly message based on the rates published by WhatsApp. See WhatsApp Rate Card ([https://developers.facebook.com/docs/whatsapp/pricing rate card]) and also WhatsApp's reference for more ([https://www.whatsapp.com/legal/commerce-policy/ guidance]) regarding what kind of messages are allowed.
 |CustomerAssumptions='''WhatsApp'''

@@ Line 113: / Line 113: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Approval Flow'''
-|BusinessImage=https://www.lucidchart.com/documents/edit/1c0aee77-c26a-400e-9ac4-3bdcb082efc2/0
+|BusinessImage=9d6152af-f701-49d4-8bfb-19d89c3e9cdc
 |BusinessFlowDescription=*WhatsApp
 **If the brand was approved by WhatsApp, they can engage with us to get on-boarded to Genesys.  We can help with pre-approvals, but a brand should not assume they are pre-approved, because they expressed interest with us, or purchased Genesys Messaging for WhatsApp from us.

@@ Line 10: / Line 10: @@
 |UCBenefit=Reduce costs by granting agents the ability to manage multiple chat conversations simultaneously and blend messaging conversations with other media types in the same agent desktop.
 }}
 |UCOverview=In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.<span></span>
 Genesys messaging enables two-way conversations between consumers and businesses on familiar mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.
-This use case enables businesses to handle messaging conversations with channels like Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp in their Genesys contact center environment. Businesses must apply for approval with WhatsApp and get their use cases approved by WhatsApp to be part of the ecosystem.
+This use case enables businesses to handle messaging conversations with channels like Genesys Web Messaging, Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp in their Genesys contact center environment. Businesses must apply for approval with WhatsApp and get their use cases approved by WhatsApp to be part of the ecosystem.
 To increase successful self-service interactions, a chatbot used over these messaging channels can automate the conversation with the customer. This feature transfers the interaction to a contact center agent seamlessly if needed (outside the scope of this use case). When companies enable supported Genesys Messaging customer service channels within their Genesys environment, benefits can include:
@@ Line 24: / Line 25: @@
 *Workforce management and reporting integrated with the rest of the contact center
 *Improved brand perception by offering new channels that expect to be heavily promoted
-*Convenience for consumers in using familiar messaging app as opposed to having to open a separate chat window
+*Convenience for consumers by offering a familiar messaging app as opposed to a separate chat window
-|UCSummary=<span>A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp. They do so by receiving offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. These conversations route to a company's contact center through the Genesys Messaging service. A chatbot can automate the conversation (outside the scope of this use case) or a contact center agent can provide human assistance. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the agent can present rich messaging elements. These elements include images, URL links, emojis, and stickers. This feature makes </span><span>it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction</span><span>(such capabilities vary by channel).</span>
+|UCSummary=<span>A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp. They do so by receiving offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company's contact center through the Genesys Messaging service. A chatbot can automate the conversation (outside the scope of this use case) or a contact center agent can provide human assistance. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the agent can present rich messaging elements. These elements include images, URL links, emojis, and stickers. This feature makes </span><span>it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction</span> <span>(such capabilities vary by channel).</span>
 |Description=* For WhatsApp, make sure a brand is approved and on-boarded. Please contact Genesys Cloud Product Management or consult Genie for details. Make sure to follow on-boarding for PoC, Trial, Test, Dev and Production accounts.
 * WhatsApp limitations relate to their messaging capabilities. They are not on Genesys (see table below).<br />
@@ Line 121: / Line 122: @@
 |BusinessFlow=Messaging Flow
 |BusinessImage=https://www.lucidchart.com/documents/edit/251ea9e5-0984-4e6b-997e-bd43f1e75e10/0
-|BusinessFlowDescription=#Company invites the customer to initiate a conversation via messaging e.g via a custom Click to Action button in their app, on their website, or in an email or promotional materials.
+|BusinessFlowDescription=#Company invites the customer to initiate a conversation via messaging e.g. via a custom Click to Action button in their app, on their website, or in an email or promotional materials.
-#The customer clicks the chat message icon, and sends an initial message to begin the conversation.
+#The customer clicks the message icon and sends an initial message to begin the conversation.
 #The Genesys system checks to see if it can recognize the customer.
-#For brand new interactions,Facebook, Twitter, and LINE pass platform-specific unique IDs; the end customer must volunteer additional information for identity matching. WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
+#For brand new interactions, Genesys Web Messaging, Facebook, Twitter, and LINE pass platform-specific unique IDs; the end customer must volunteer additional information for identity matching. WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
 #For customers who have initiated a conversation previously, the system pulls the conversation history and presents it to the agent.
 #The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within the last 72 hours.
 #If the message is part of an ongoing conversation, it is routed to the last agent if they are available.
-#If the message is not part of an ongoing conversation, it may be routed to a Bot (out of scope for CE34), or
+#If the message is not part of an ongoing conversation, it may be routed to a Bot (outside the scope of this use case), or
 #If the message is not part of an ongoing conversation, the message may be processed by a Genesys Cloud Architect Flow and assigned required skills based on keywords.
 #The message is transferred by skills-based ACD to an Agent queue.
@@ Line 138: / Line 139: @@
 Important:
 *Facebook Messenger
@@ Line 151: / Line 155: @@
 **A brand has 24 hours to respond to a consumer. Within that timeframe, bots and agents are allowed to send as many templated or free-form messages as they want. Any response by the consumer resets that 24-hour limit.
 **Template Message support is a near-term roadmap feature for Genesys Cloud. Once the 24-hour limit has expired, only paid WhatsApp-approved Template Messages (called "paid notifications") can be sent until the consumer responds. Once the consumer responds, another 24-hour window opens for agents, bots, and the consumer to communicate.
-|DistributionLogic=With each conversation
+|DistributionLogic=With each conversation:
 *For new interactions:
-**<span>Facebook, Twitter, and LINE pass platform-specific unique IDs. The end customer must volunteer additional information for identity matching.</span>
+**<span>Genesys Web Messaging, Facebook, Twitter, and LINE pass platform-specific unique IDs. The end customer must volunteer additional information for identity matching.</span>
 **WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
 *For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.
@@ Line 168: / Line 172: @@
 |AgentDeskRequirements=*Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
 *Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
-*Genesys Cloud 3 licensing is required.
+*Genesys Cloud 3 licensing is required for third-party messaging channels, however Genesys Web Messaging becomes available with Genesys Cloud 2 licensing.
 |RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.
@@ Line 183: / Line 187: @@
 Run the [https://help.mypurecloud.com/articles/interaction-details-report Interaction Details report] for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions.
-|DocVersion=V 1.0.0
+|GeneralAssumptions='''Web Messaging'''
-|GeneralAssumptions='''Facebook Messenger'''
-*Customers deploy an approved Facebook Messenger app.<br />
+*Customers deploy an approved Facebook Messenger app.
 *Businesses sending messages have up to 24 hours to respond to a message sent by a person in Messenger when using standard messaging. A bot may also send one additional message after the 24-hour time limit has expired. The 24-hour limit is refreshed each time a person responds. This limit is commonly referred to as the '24 + 1 policy'.
@@ Line 209: / Line 216: @@
 *Until template messages (outbound notifications) are supported, customers acknowledge that they respond to all inbound messages within 24 hours via an Agent, Messaging Flow auto-response, or a chatbot. Customers acknowledge that inbound messages queued for more than 24 hours without a response cannot be responded to.
 |Video=402727717
 |RelatedDocs={{TSSection}}
 }}

@@ Line 4: / Line 4: @@
 |UCBenefit=Match every consumer with the agent best equipped to respond through skills-based routing while reducing handle time.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Carry context across channels and match the consumer with an appropriately skilled agent.  Provide continuity in asynchronous conversations by enabling consumers to make contact when convenient throughout the day, week, or buying or service journey.  Make it convenient for consumers by using familiar messaging apps as opposed to having to open a separate chat window.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
@@ Line 13: / Line 10: @@
 |UCBenefit=Reduce costs by granting agents the ability to manage multiple chat conversations simultaneously and blend messaging conversations with other media types in the same agent desktop
 }}
 |UCOverview=In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.<span></span>
@@ Line 100: / Line 96: @@
 * Enable intelligent bots for automated interactions
 * Enable asynchronous conversations that are convenient for the consumer
 |MaturityLevel=Differentiated
 |SellableItems=Apple Business Chat Messaging App Connector (perpetual or subscription), Workspace, CIM, CIM HA (Optional), Genesys InfoMart (Optional), Genesys InfoMart – HA (Optional)
 |CloudAssumptionsAdditional_Sales=* Companies may not proactively reach out to consumers through Messaging Channels; the consumer must initiate the first conversation.
 * Companies should check with messaging provider with regards to compliance for their industry.
@@ Line 117: / Line 110: @@
 ** <span>Genesys Cloud does not currently support template messages.</span>WhatsApp allows agents to follow-up a conversation with pre-approved template messages (for example, "notifications"). If more than 24 hours elapse since the consumer last contacted the customer, these messages are required and are billed at usage rates defined by WhatsApp.<br />
 |PremiseAssumptions=<em>No results</em>
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Approval Flow'''
@@ Line 158: / Line 150: @@
 ** A brand has 24 hours to respond to a consumer. Within that timeframe, bots and agents are allowed to send as many templated or free-form messages as they want. Any response by the consumer resets that 24-hour limit.
 ** Template Message support is a near-term roadmap feature for Genesys Cloud. Once the 24-hour limit has expired, only paid WhatApp-approved Template Messages (called "paid notifications") can be sent until the consumer responds. Once the consumer responds, another 24-hour window opens for agents, bots and the consumer to communicate.
 |DistributionLogic=With each conversation
 * For new interactions:
@@ Line 165: / Line 156: @@
 * For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.
 |CustomerInterfaceRequirements=End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider's website with a supported web browser.
 * Text, Images, Emojis, URL links, and Stickers are supported (support by channel varies)
-* Mobile applications
+*Text, Images, Emojis, URL links, and Stickers are supported (support by channel varies)
-** Facebook Messenger, Twitter, LINE, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.
+*Mobile applications
-* Website applications
+**Facebook Messenger, Twitter, LINE, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.
-** Facebook Messenger, Twitter, and WhatsApp web clients<span>are compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
+*Website applications
-* Desktop applications
+**Facebook Messenger, Twitter, and WhatsApp web clients<span>are compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
-** The LINE desktop client is<span>compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
+*Desktop applications
-|AgentDeskRequirements=* Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
+**The LINE desktop client is<span>compatible with Genesys Messaging for Genesys Cloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
-* Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
+|AgentDeskRequirements=*Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
-* Genesys Cloud 3 licensing is required.
+*Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
-|RealTimeReporting=All existing messaging real-time analytics can be used for any Messaging channel. Simply filter by Media Type to report on a specific or all messaging channels.
+*Genesys Cloud 3 licensing is required.
-|HistoricalReporting=All existing messaging reports can be used for any Messaging channel. Simply filter by Media Type to report on a specific or all messaging channels.
+|RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.
 |GeneralAssumptions='''Facebook Messenger'''
 * Customers deploy an approved Facebook Messenger app.<br />
@@ Line 197: / Line 201: @@
 |CustomerAssumptions='''WhatsApp'''
 * Until template messages (outbound notifications) are supported, customers acknowledge that they will respond to all inbound messages within 24 hours via an Agent, Messaging Flow auto-response, or a chatbot. Customers acknowledge that inbound messages queued for more than 24 hours without a response cannot be responded to.
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